Shaun Belding
SEPTEMBER 28, 2021
Organizations that deliver outstanding customer service have one thing in common: Clear, consistent, customer-focused messaging throughout the organization at every level. It is a standard of performance by which everyone is measured. It is non-negotiable, and no-one is above it. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Shep Hyken
SEPTEMBER 28, 2021
Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.
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Logicalware
SEPTEMBER 28, 2021
If you manage a contact centre, then you know just how busy they’ve become this year. Customers are more demanding than ever. New channels have emerged. Teams are now working at home and in the office. Agent wellbeing has become a top priority. And the very role of the contact centre is evolving. It’s incredible to think (if you can find a spare moment, that is!
Aquire
SEPTEMBER 28, 2021
The Net Promoter Score (NPS) is a popular metric that measures customer loyalty and satisfaction. It predicts customers’ impressions of a brand based on the likelihood of a positive recommendation. Businesses have long been crunching the numbers to calculate their NPS, but have they really been doing it right? To help you measure and improve NPS effectively, we put together a guide.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Execs In The Know
SEPTEMBER 28, 2021
To many, AI is an intangible and mysterious concept. Because there is a lack of understanding about how it works, it can be impossible for business leaders to conceptualize the potential benefits. However, users of Intelligent Virtual Assistants (IVA) powered by Conversational AI observe a 64% greater year-over-year increase in annual company revenue while increasing customer profit margins by 64% as well, according to an Aberdeen report.
Comm100
SEPTEMBER 28, 2021
Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers. In the first part of this series , we looked at why businesses can no longer afford to ignore digital transformation.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Kerry Bodine
SEPTEMBER 28, 2021
I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S. adults reported that they’d rather wait in line at the DMV than try to resolve an issue with a company or service. A shocking fourteen percent said they’d rather go through the ordeal of getting a tooth pulled.
ClientSuccess
SEPTEMBER 28, 2021
While the best parts of working with customers involve forging strong relationships and engagement strategies, there is one downside to the role: customer churn. As hard as you work, there will inevitably be customers who churn throughout your tenure as a CSM. . While some of the reasons customers churn aren’t directly related to your guidance or even the product itself, there are often small things CSMs can do every day to prevent customer churn in small yet impactful ways. .
Foresee
SEPTEMBER 28, 2021
The global COVID-19 pandemic layered new challenges on top of an existing tough market for U.S. health insurance companies. These companies had to quickly activate emergency plans to ensure people had access to prevention, testing, and treatment for COVID-19. When vaccines became readily available, health insurers then turned their focus to improving vaccine acceptance and […].
The Customer Service Blog
SEPTEMBER 28, 2021
Are customers getting too powerful? Has social media damaged the relationship between seller and customer? Are companies paying too much attention to their customers, and not enough attention to other stakeholders, such as employees? And should businesses reject the old maxim of “the customer is always right"? I recently spotted an excellent article on this very subject written by Dr Brendan Canavan, Assistant Professor in Marketing at the University of Nottingham.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
ECXO
SEPTEMBER 28, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. eCXO day: Ron Kaufman, one of the best CX and EX Speakers around the Globe number one Guru presenting in the ECXO. Ron Kaufman, one of the best Customer and Employee Experience and Services Doers and Speakers around the globe, will present for the –>eCXo Day, an open-access community for your business and skills. — When: October 6th at 2 pm CET Join us in the open-access Euro
MyCustomer Experience
SEPTEMBER 28, 2021
AIt is a well-known observation that as organizations grow, they become more bureaucratic, with a tendency to focus more on maintaining. 28th Sep 2021. By Nicholas Watkis Principal Consultant.
Intercom, Inc.
SEPTEMBER 28, 2021
As Intercom grows, we’re moving into new markets and serving new customers. For product managers, this means evolving to build for upmarket companies while ensuring Intercom’s long-standing customers remain at the center of what we do. Product management varies depending on your industry, company stage, company leadership, or teammates. But one thing is consistent across every product management role – a deep focus on the customer. .
Help Scout
SEPTEMBER 28, 2021
While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. That means: Optimizing interviews for people in different time zones.
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MyCustomer Experience
SEPTEMBER 28, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 28th Sep 2021. By Neil Davey Managing editor.
Fonolo
SEPTEMBER 28, 2021
Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same.
Zendesk
SEPTEMBER 28, 2021
The pressure is on as a sales professional. You must keep up with constant changes in buyer behavior while connecting with potential customers, nurturing leads, and closing deals—all in hopes of hitting your sales targets. Handling so many tasks at once certainly isn’t easy, but you can thrive with the right set of sales skills and qualities in your arsenal.
SugarCRM
SEPTEMBER 28, 2021
More companies move towards fully integrated marketing automation platforms as marketing has become more data-driven than ever before. Statistics show an increase in global marketing automation spending from $11.4 billion in 2017 to $25.1 billion by 2023. Many industry experts believe that single, bulk email blast campaigns are outdated when speaking of lead management and lead nurturing.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Totango
SEPTEMBER 28, 2021
Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time investors: Pitango, Canvas, and BGV. Our “overnight success” took a decade. When we founded Totango, the customer success category did not exist – we had to invent it. Our lean and mean team worked very closely with our customers, who supported our vision.
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